Account Specialist Manager, PA

About the Role

EverDriven is looking for a Account Specialist Manager to lead our client-facing operations in the market. This role owns the health of district relationships across the region, leads and develops a team of Account Managers, and serves as the senior point of accountability for service experience and client retention. You will work closely with our operations and client success leadership to ensure clients are supported, issues are resolved, and the business continues to grow.

What You'll Do

Lead and Develop Your Team

• Coach and develop a team of Account Managers through regular 1:1s, team meetings, and real-time feedback
• Review account health across your team daily and intervene on at-risk accounts quickly
• Set and enforce standards for how the team communicates with districts and manages escalations
• Calibrate workload and coverage across the team based on account complexity and capacity

Own Client Relationships

• Serve as the senior relationship operations owner for high-priority and high-risk district accounts
• Lead monthly service check-ins with districts focused on performance trends, risks, and action plans
• Step in directly when a district relationship requires senior-level presence or judgment
• Document outcomes, owners, and timelines in Salesforce

Manage Escalations and Complaints

• Own high-severity complaints end-to-end
• Acknowledge all senior-level escalations same business day
• Track all escalations in Salesforce and ensure nothing falls through the cracks

Drive Activation and Growth

• Monitor parent activation performance across the region and coach your team on improvement strategies
• Maintain visibility into expansion opportunities and move them forward with enough lead time for operations to be ready
• Coordinate growth timelines accurately so driver supply and onboarding can stay ahead of demand
• Partner with Customer Success on a bi-weekly basis to align on risk, performance, and growth strategy

School Visits and Quality

• Oversee safe ride quality check (SRQC) standards across your team
• Conduct school visits for high-risk accounts or where additional coverage is needed
• Surface findings to operations leadership for follow-up

What We're Looking For

• Experience managing client relationships in a service-oriented environment, preferably at scale
• Proven ability to lead, coach, and develop a team
• Strong communication skills — you know how to deliver difficult news clearly and professionally
• Comfort working cross-functionally and coordinating across operational and client-facing teams
• Organized and detail-oriented — able to track multiple accounts, issues, and action plans simultaneously
• Experience with Salesforce or similar CRM tools
• Ability to work in-market with regular school and district visits
• Ability to Travel 25%